Create an action map

AI-generated summary

Genesys Cloud's action map feature enables automated visitor engagement through web messaging and chat interactions. The system requires specific permissions including Journey > Action Map and Journey > Action Target permissions for configuration. Users must deploy either Genesys Messenger for web messaging or a tracking snippet for pageview event monitoring. Key capabilities include: - Creation of custom action maps through Admin > Predictive Engagement - Multiple action types: web messaging, web chat, content offers, advanced orchestration flows - Trigger options based on segments, visitor activity, and outcomes - Configurable outcome probability settings - Page-specific targeting controls - Queue-based routing to specific agents - Schedule group integration for availability-based offers - Frequency cap override options - 200 action map limit per system - Priority settings for managing multiple action maps - Active/inactive toggle functionality Note: ACD Web Chat v2 is being deprecated, with customers advised to migrate to Web Messaging and Messenger.

Feature deprecation: Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: . All existing customers are encouraged to migrate to Web Messaging and Messenger.

PrerequisitesClick to expand

The following permissions:

Configure the following permissions in Genesys Cloud CX:

- Journey > Action Map > Add, Delete, Edit, and View (to create action maps)
- Journey > Action Target > View (to select a team to handle interactions from the action map)
- Deploy one of the following:
  - For Genesys Cloud CX customers using web messaging, configure and deploy Genesys Messenger.
  - For all other customers, deploy the tracking snippet on the website to track so that you can trigger the action map based on pageview events. To trigger an action map based on other events, use ac(‘record’) to send Genesys Predictive Engagement data about the events to track.
- Create segments.
- Create outcomes.
- Create the action.

Learn how to create an action map that Genesys Predictive Engagement uses to engage visitors.

High-level steps

Go to Admin > Predictive Engagement > Action Maps > Create action map.
Click Menu > Orchestration > Predictive Engagement > Action Maps.
Click Get Started.
Provide a name for the Action Map.
Select which action to use when the action map triggers: web messaging, web chat, content offer, or advanced orchestration flow.
Specify what triggers the action map (segment, visitor activity, outcome).
Configure an outcome probability.
Specify the webpages where you do or don’t want the action map to trigger.
If the action map is for a web chat offer or web messaging offer:
1. To route the action map to a specific agent queue, select an agent queue.
2. To only present chat or web messaging offers when agents are available to receive them, select a schedule group.
To ignore the global frequency cap settings and always offer web engagements that this action map qualifies, override the frequency cap for this action map.

Note:

Some options are only available for certain actions.
The action map is active and ready to trigger on your site by default. To prevent the action map from triggering on your site, slide the toggle to No.
To create an action map after you reach the limit of 200 action maps, delete an existing action map.

1. Specify a descriptive name for the action map.
2. Set the action map’s priority relative to similar action maps.

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High-level steps

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Create an action map